search query: @author Hansen, E. / total: 4
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| Author: | Hansen, E. Bush, R. |
| Title: | Understanding customer quality requirements: model and application |
| Journal: | Industrial Marketing Management
1999 : MAR, VOL. 28:2, p. 119-130 |
| Index terms: | INDUSTRIAL MARKETING MANAGEMENT CUSTOMERS |
| Language: | eng |
| Abstract: | The authors integrate previous work regarding service and product quality to develop and demonstrate tools useful in evaluating total product quality. The authors' premise is that competitive advantage can be gained through quality even in mature commodity industries, but that a quality- based competitive strategy will be successful only if managers understand both how quality is perceived by their customers and their company's level of quality performance. The authors used information from questionnaires sent to buyers of softwood dimension lumber to develop an empirical model of customer-perceived total product quality. |
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